- Customer service
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At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.
Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.
Team Leader, Home & Auto
What is the opportunity?
Our RBC Insurance Advice Centre is recruiting for a Team Leader, Home & Auto Service, which will be responsible for leading a team of customer service representatives, coaching them on delivering an exceptional client experience and ensuring that clients’ service needs are efficiently met. In this role, you will ensure a high level of employee capability and engagement through regular coaching sessions to empower the team to reach their full potential. In addition, you will demonstrate a commitment to balancing operational effectiveness, meeting business objectives and time available to serve clients.
What will you do?
Support the achievement of team sales and service objectives through strong sales management routines and coaching ability to provide client service and maximize team performance.
Coach Advisors to deliver a superior client experience as outlined in the Sales and Advice Experience Map and Conversation Guide and as monitored through call listening and escalations, by providing service solutions to meet the clients' needs
Identify opportunities and gaps in client experience performance and product knowledge identified through operational reviews, coaching sessions or reporting. Build action plans and collaborate with the Director to address gaps and deliver performance results.
Coach team on errors and quality to avoid re-occurrence and mitigate negative client impact.
Act as an ambassador for change within your Team and the Centre, supporting the Director in successfully implementing initiatives and strategies.
What do you need to succeed?
2-3 years proven management experience
Commitment to a superior client experience
Flexible work schedule prioritized by the needs of the business
Strong leadership and/or Advice Centre experience
Client & problem resolution experience
Flexibility to work a variety of shifts based on business needs
CIP Designation (or must be currently working towards completion)
Valid OTL/RIBO License
Minimum Level 2 Underwriting
MISSISSAUGA, Ontario, Canada
Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.